nick73
20-04-2008, 16:57
OK
Thursday our NTL email service stopped for no (apparent) reason
Friday night, our BB got slower and slower, (i am on XL package with blue NTL250 box)
Saturday morning we have no net access at all.
We phone customer services to be told that there are works in our area and it should be back on by 1 pm
3 pm still no internet
3:30 try to connect and I get directed to a strange page asking me to register my modem with virgin. This I cannot accomplish as I don't have the pin (we were upgraded from a silver ntl 100 box and the chap didn't IIRC give us a new pin).
There now follows no fewer than 10 calls to virgin to get a range of answers from:
*"oh i see" ....hang up x2 (or maybe 3 i cant quite remember)
*There is a problem with you connection (you dont say)
*There is a query on your account but i cant tell you what it is
*You need to re-register your account with virgin..and Ive filled a form in Ill send it to the team but it will take a couple of days.
*Sorry but we don't have any tech support on a Saturday
Eventually we call sales..Wrong dept I know but crucially they are in England. Eventually the women tells us that somehow our modem has spontaneously generated a new PIN number, which she gives us and we go through the internet pages to re-register the modem. This wonderful lady cant tell us unfortunately why the modem generated a new PIN.
I know this post looks like a rant, but I am curious to know how this happened, and would really appreciate if anyone here could shed any light. Would it also account for our email problem which we still have. (we cannot log on to email via web or outlook). I will ring back about that but I think Ill phone on a weekday when they have tech support!
thanks in advance
Nick
Thursday our NTL email service stopped for no (apparent) reason
Friday night, our BB got slower and slower, (i am on XL package with blue NTL250 box)
Saturday morning we have no net access at all.
We phone customer services to be told that there are works in our area and it should be back on by 1 pm
3 pm still no internet
3:30 try to connect and I get directed to a strange page asking me to register my modem with virgin. This I cannot accomplish as I don't have the pin (we were upgraded from a silver ntl 100 box and the chap didn't IIRC give us a new pin).
There now follows no fewer than 10 calls to virgin to get a range of answers from:
*"oh i see" ....hang up x2 (or maybe 3 i cant quite remember)
*There is a problem with you connection (you dont say)
*There is a query on your account but i cant tell you what it is
*You need to re-register your account with virgin..and Ive filled a form in Ill send it to the team but it will take a couple of days.
*Sorry but we don't have any tech support on a Saturday
Eventually we call sales..Wrong dept I know but crucially they are in England. Eventually the women tells us that somehow our modem has spontaneously generated a new PIN number, which she gives us and we go through the internet pages to re-register the modem. This wonderful lady cant tell us unfortunately why the modem generated a new PIN.
I know this post looks like a rant, but I am curious to know how this happened, and would really appreciate if anyone here could shed any light. Would it also account for our email problem which we still have. (we cannot log on to email via web or outlook). I will ring back about that but I think Ill phone on a weekday when they have tech support!
thanks in advance
Nick